MTO 2009-2010 Accessibility - Customer Service to communicate with a person with a disability in a manner that takes into account his or her disability Commitment Completed Provide appropriate training to employees who interact with the public as well as employees who participate in developing policies practices and procedures governing the provision of goods or services to members of the public or other third parties Results Achieved Training of staff on various accessibility elements including mandatory training under the customer service regulation has been a key strategy to promote and raise awareness of accessibility The following demonstrates different methods used to increase the knowledge level of employees on different accessibility subjects MTO staff who provide service to the public or other third parties received customer service training that addressed ASCS regulatory requirements MTO staff involved in the development of customer related policies procedures and practices also received customer service training that addressed ASCS regulatory requirements Service providers who provide services on our behalf were identified and training requirements were addressed using various methods Serco DES Inc the organization that provides driver examination services to the public on behalf of MTO committed to train their staff and provide a report listing employees names and dates of training Current external consultants who are involved in Public Information Centre PIC meetings received information about accessible customer service Future external consultants who will be retained in connection to these PIC meetings will be required to complete the accessible training requirement as a result of the procurement process Procurement templates specific to MTO were updated to include accessible customer service training Twenty seven Commissionaires located in the Downsview complex completed the ServeAbility online training module which is equivalent to the May I help you e modules Options of two e learning products were offered as well as other delivery formats including group sessions As a result over 1300 employees have been trained Additional training activities including information and orientation sessions as well as in class workshops were delivered to MTO staff These additional training sessions and communications are listed below Six information sessions were delivered to Senior Management Committees which led to the establishment of divisional working groups Nine additional presentations were also delivered to various management teams seeking their assistance in supporting the accessibility agenda In the spring of 2009 the Deputy Minister sent a memorandum to his management team providing them with a progress report on the implementation of the customer service regulation as well as asking for their continued support to fulfill our accessibility commitments Four divisional working groups were established and the 34 staff members in the working groups were provided with a half day orientation workshop session on the ASCS regulation and its implementation plan Three administrative teams totaling approximately 20 staff members received training on how to make widely distributed PDF memoranda accessible to staff using screen reader software A training package on how to create accessible documents was developed and training sessions were delivered to MTO and OPS staff Eleven in class training sessions

MTO 2009-2010 Accessibility - Report on Other Accessibility Commitments in their journey towards compliance with the upcoming standards Focus Area Built Environment Commitment Ongoing MTO will continue to work jointly with building management ORC and service providers to incorporate accessibility into design construction and alteration projects Planned Action s Accessibility improvement projects identified and initiated include Improve the accessibility of the Building D Sunroom in Downsview used for large meetings functions and exhibits Improve the accessibility of the Sunroom meeting room in the Downsview complex Improve the accessibility of the MTO Learning and Development Centre at the St Catharines location Install an automatic door opener for the new Quiet Room in St Catharines Install an automatic door opener for the washroom facilities in the Downsview complex that are used by the senior drivers when they attend their group education sessions Implementation Timeframe April 2011 Focus Area Employment Commitment New Expand and maximize usage of the Universal Centre facility in St Catharines Planned Action s Assess how to maximize usage of the testing room which is equipped with various assistive devices e g testing accessibility of documents and business applications Partner with interest groups and promote facility attributes Provide employees with the opportunity to sample various assistive technologies to determine what best meets their accommodation needs Open the facility to Web Developers to test websites for accessibility Implementation Timeframe December 2010 to December 2011 Focus Area Employment Commitment New Promote the benefit of creating a Universal Centre Planned Action s Submit an abstract that promotes the benefits of creating a Universal Centre for consideration at the Festival of International Conferences on Caregiving Disability Aging and Technology Implementation Timeframe December 2010 to June 2011 Focus Area Transportation Commitment Ongoing Continue to assist in improving and renewing municipal transit systems and GO Transit s inter regional rail and bus services Planned Action

MTO 2009-2010 Accessibility - Employment To view PDF files you will require Adobe Acrobat Reader Microsoft Word Microsoft Word version of the entire report is available Related Links Accessibility Plans for all Government of Ontario Ministries Information resources about current and future accessibility standards MTO 2009 2010 Accessibility Plan Report on Other Accessibility Commitments Focus area Employment Impact Practice Service Commitment Ongoing Create in partnership with various stakeholders an interview centre at the St Catharines location that is universally accessible to candidates with various disabilities This Universal Interview Centre UIC will include a testing room an interview room and a waiting area Once completed the blue print will be offered to other public organizations to assist with the design and construction of similar facilities Results Achieved A report named Program of Requirements MTO Universal Interview Centre to assist organizations with similar projects was prepared by Bob Topping Designable Environments Incorporated and is available upon request Designs and drawings for this Centre were completed in August 2009 A partnership with the OPS Western Recruitment Centre has been established Complementary guidelines which will address systemic barriers have been drafted Future Planned Actions s Once construction of the interview room the testing room and waiting area is completed

MTO 2009-2010 Accessibility - Communications extended to staff of the MTO Accessibility Unit As a result accessibility of the CSD intranet is now considered as part of the regular process and practices Focus area Information and Communications Customer Service Impact Program Policy Practice Service Commitment Ongoing Seek and welcome public input and recommendations through various channels including the public e mail account We will continue to provide advice and offer consultation to program areas on a variety of accessibility topics Results Achieved Various internal and external inquiries advice and consultations on a variety of topics were sought from the Accessibility Unit in the areas of customer service information and communications employment and the built environment Some examples include As part of their review process a third party service provider inquired about accessible customer service options to be considered in the review of their feedback system Ministry specific forms undergoing review were vetted through the Unit for input and recommendations The Accessibility Unit received a number of queries about assistive devices and employment accommodations Inquiries regarding what accessibility features need to be taken into consideration for new signage were received Future Planned Action s Continue to seek feedback and provide advice from to both internal and external customers through various channels including but not limited to the public e mail account and the recently implemented feedback process developed under the ASCS Implementation Timeframe December 2009 to March 2011 Focus area Information and Communications Impact Service Program Practices Commitment Ongoing Continue to sustain improve the overall accessibility of the MTO Internet public site Results Achieved The MTO Internet is compliant with Government of Ontario Information Technology Standard GO ITS 23 1 and as a result there is an increased usability of the MTO Internet Highlights include The web pages have been converted designed to include accessibility in

MTO 2009-2010 Accessibility - Environment appropriate parties including service providers Ontario Realty Corporation ORC and building management to remove and prevent built environment barriers As a result the following accessibility improvements have been achieved during this reporting period Central Region Head Office Queen s Park Construction of three 400 King Road Casablanca and Essa Road commuter parking lots designed in accordance with the Highway Design Bulletin 2007 002 Carpool Parking Facilities was completed during this reporting period Two accessible parking spaces have been designated in front of the St Catharines building on St Paul Street FBSB is continuing to work with the City of St Catharines to obtain additional spots Eastern Region An accessible pedestrian signal was installed during the construction of a traffic signal in Norwood In May 2009 the MTO Kingston Office in conjunction with ServiceOntario colleagues held an accessibility awareness raising event intended to raise money and draw attention to the annual Rick Hansen Wheels in Motion run walk and roll scheduled in June This event received positive media coverage and as a result a list of suggestions for improving the facility was compiled and shared with ORC Western Region During the fall of 2009 signage for the London regional complex was updated and replaced to meet criteria suggested by the Ontario Seniors Secretariat During the fall of 2009 building access and barrier free washroom facilities were retrofitted to meet specific employment accommodation requirements Northeastern Region During the fall of 2009 elevators in the Northeastern regional complex have been upgraded and now contain Braille audio notification and a lower panel In the west wing garage complex two sets of double doors have been removed to facilitate easier access to the building for people with disabilities Universal signage for outdoor parking spaces was implemented Future Planned Actions s MTO will continue to work

MTO 2009-2010 Accessibility - Transportation and initiatives to encourage a more coordinated approach to accessibility MTO continued to participate on GO Transit s External Advisory Committee to provide advice and expertise on improving access to their bus and rail commuter services The following are a few highlights outlined in the Metrolinx GO Transit Accessibility Plan 2009 2010 New accessible rail stations in Appleby Clarkson Malton Niagara Falls St Catharines and Scarborough New accessible bus service from Kitchener Waterloo to Square One in Mississauga New accessible rail cars Electronic displays showing GO Transit departures and service changes are being added to rail stations across the network to assist commuters with hearing disabilities Increased use of internationally recognized pictograms which assist persons with cognitive impairments and those with language difficulties Announcements by rail and bus operators approaching every stop Implementation Timeframe December 2008 to December 2009 December 2008 to December 2009 Focus Area Customer Service Information and Communications Built Environment Employment Transportation Impact Act Regulation Policy Program Service Commitment Ongoing Administer the accessibility agenda including provisions under the Ontarians with Disabilities Act 2001 the Accessibility for Ontarians with Disabilities Act 2005 and its regulations as well as related corporate initiatives Results Achieved In consultation with various parties including the Accessibility Directorate of Ontario MTO has prepared and successfully implemented six accessibility plans to date Additionally this year MTO met compliance requirements of the Accessibility Standards for Customer Service ASCS regulation The MTO Accessibility Committee was established in 2003 and is composed of cross divisional members This team is knowledgeable and dedicated to advancing the accessibility agenda and responsive to issues brought forward Their contribution assists with the shaping of the various accessibility standards under development as well as preparing for their implementation once they have been incorporated into regulations In addition to the above committee divisional working